Head of Technical Support – AI Scale-Up
Greater Manchester | £75,000 - £100,000 + Share Options & Benefits
We’re partnering with a cutting-edge AI scale-up to find a Head of Technical Support who can bridge hands-on technical depth with strategic leadership. This well-funded, high-growth company is redefining risk management and operational intelligence using advanced machine learning and edge-to-cloud systems.
Now entering their next phase of growth, they’re seeking a technically fluent leader to build and scale a world-class support function—one that not only solves customer problems but helps shape the product itself.
Role Highlights
* Build and lead a technically skilled support team serving enterprise clients across cloud and edge environments
* Own and evolve incident management, SLAs, and service performance
* Diagnose complex system issues including networking, deployment, and application-level debugging
* Drive automation, self-service, and tooling improvements (ticket workflows, observability, etc.)
* Liaise closely with Engineering and Product teams, feeding technical insights into the roadmap
What You’ll Bring
* 5+ years in technical support leadership, ideally in a SaaS, cloud-native, or platform business
* Demonstrated success scaling distributed support teams
* Hands-on command line Linux experience and the ability to coach teams through real-world technical issues
* Strong ability to debug deployed systems—from network failures to application crashes
* Working knowledge of cloud platforms (AWS, Azure, GCP), infrastructure troubleshooting, and DevOps practices
* Exposure to or hands-on use of Go, Python, or similar for automation or scripting
* Familiarity with containerisation (Docker) and orchestration tools (e.g., Kubernetes) is a big plus
* Bonus: Experience working across edge-to-cloud systems and supporting AI/ML applications
Why You’ll Love It
* £75,000 - £100,000 + equity in a high-potential AI scale-up
* Collaborate with world-class engineers and product minds
* Influence product and platform direction with real customer insights
* Flexible, purpose-led working culture where innovation thrives
If you're a tech-savvy leader who thrives at the intersection of infrastructure, customer success, and AI innovation, we’d love to hear from you. Apply now with your CV!